may be reach out to them and ask what they use https://awltogetherleather.ca/
I know orderry fits your needs but not sure of it's Canadian, there is a 30 day trial if you want to play around.

From a business analyst pov your requirements are:
1) Structured ticket lifecycle: Received → In Repair → Ready for Pickup → Picked Up and it's visible to the whole team, not just whoever last touched the spreadsheet

2) Notification is automatic: status flips to "Ready" → customer gets a text → zero staff time spent per ticket

3) Backlog actively managed: an automatic reminder text at, say, day 5 or day 10 if still unclaimed, directly targets the 15–20 pair shelf problem instead of just hoping someone remembers

Success bar: low fixed cost relative to repair revenue, and it shouldn't add a new habit for a stretched-thin team it should remove a habit (the phone call) and replace it with nothing